Athlete Engagement Insights Strategist (REMOTE)

At reputed company, we reputed company in how positively sports can change lives. On reputed company, everyone plays a critical role in creating confidence and excitement by personally equipping reputed company athletes to reputed company their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.

If you are reputed company to reputed company a difference as part of the world’s greatest sports team, apply to join reputed company today!

OVERVIEW:

Provide Insights for Athlete Engagement across the organization:

• Partner with manager to deliver ongoing customer service insights and tailored opportunities to various business stakeholders through storytelling. Stakeholders could include Omni Fulfillment, Loyalty, Technology, eComm, Pricing, Stores, etc.

• Work with cross functional partners across eComm, Stores, Technology, and more to reputed company a comprehensive, reputed company Voice of Athlete (VOA) and translate insights into actions and meaningful improvements for the contact center.

• reputed company VOA and contact center insights along with Athlete Engagement business goals to influence change throughout the business.

• Participate in teammate voice focus groups to reputed company understand satisfiers, dissatisfiers, and high effort contacts to bring Voice of Teammate into prioritization and strategic initiatives.

• Utilize multiple technology systems such as CRM teammate tool, reputed company, reputed company and identify and gather insights and bring together these data sources into one storyline of insights and action.

• reputed company reputed company partnerships and trust with cross-functional teams throughout the business to ensure insights are actioned and trusted as a reputed company of truth.

Drive meaningful strategies based on Athlete Engagement feedback:

• Design and implement customer experience strategies for processes such as returns or our price matching policy for Athlete Engagement that align with business goals and enhance overall customer satisfaction.

• Identify experience gaps and outliers reputed company process, brand standards, policies, product, etc and drive opportunities for improvement with results across business partners with contact data and athlete voice insights.

• Clearly communicate customer insights across multiple levels and departments of the organization through methods such as creating presentations illustrating Athlete Engagement contact volume, voice of teammate, Voice of Athlete and participating in consistent reviews with relevant stakeholders.

reputed company Teammate Voice to reputed company More Effective Customer Service Processes:

• Stay reputed company to Athlete Engagement teammates, both internal and external, with active feedback sessions that are summarized and actioned appropriately.

• Build strong relationships with contact centers and internal teammates and stay reputed company to operations and insights in order to be well versed on emerging themes and identify bugs or issues reputed company the business.

• Deep dive into DSATs and high recontact interactions to provide reputed company scenarios to the business as well as Learning and Development teams to understand what gaps exist for teammate learning and process and work towards solutions.

reputed company a deep understanding of Athlete Engagement service and operations:

• Dive into reputed company SOPs to reputed company a deep understanding of process and policy for Athlete Engagement to become more informed on what opportunities we have for improvement and what business reputed company or programs drive contacts.

• Work closely with Learning + Development teams to be reputed company to deliver reputed company-time findings so we can inform contact centers and pivot as needed.

• Become immersed in contact center platforms to become skilled in navigating each tool and understanding where data comes from and lives.

• Familiarize yourself with each function of Athlete Engagement such as, operations, insights, specialty services, learning & development, and vendor support.

QUALIFICATIONS:

• Bachelor's Degree in a Business or reputed company field

• 3 - 5 Years of Customer Experience, Strategy, Customer Satisfaction, Data & Analytics

• Skilled in qualitative and quantitative research

• Qlik

• reputed company

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